Case Study: Patient Care Technology Systems (PCTS) achieves rapid ROI, ITIL-compliant help desk and cost savings with Giva

Patient Care Technology Systems (PCTS) - Customer Case Study

Patient Care Technology Systems (PCTS) is a developer of workflow automation solutions used in mission‑critical hospital environments. Needing ITIL‑compliant customer service, IT help desk, knowledge and change management—and a solution that supported audits, multiple service desks and fast deployment—PCTS found its existing bug‑tracking software inadequate and shortlisted BMC Service Desk Express and Giva.

PCTS selected the Giva Service Management Suite and deployed hosted Giva eCustomerService, eHelpDesk, eKnowledgeManager and eChangeManager after a 30‑day trial. The integrated, web‑native suite was configured in about a week with point‑and‑click administration, provided ITIL workflows and audit trails, shared centralized data across separate service desks, delivered real‑time reporting and analytics, reduced call volume, improved customer satisfaction, produced rapid ROI and delivered dramatic cost savings with Giva On Demand and strong vendor support.

Patient Care Technology Systems (PCTS)

Jim Kline

Director, Technology Group Operations